Regional Service Manager - Manhattan, NY
About the role
Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.
Responsibilities
- Manage the healthcare Field Service business by directing, coordinating, and leading the organization and its activities to meet customer service expectations and financial metrics.
- Work to maximize customer loyalty and satisfaction.
- Communicate the value proposition of Siemens service to customers.
- Obtain service financial goals through revenue attainment and effective cost containment.
- Ensure compliance with FDA Good Manufacturing Practices.
- Maintain close working relationships with the customer, local Service Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resources.
- Prioritize customer and business objectives to provide clear direction to CSEs.
- Establishes and maintains close working relationships with the customer, local Service Operations Manager (SOM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resources.
- Acts as the main point of contact for all customer communication and interaction with internal sales, support, and service organizations.
- Supports all aspects of service delivery and daily operations.
- Performs administrative and other tasks required of the position that support Siemens, service, and NYU Daily Operational Activities And Responsibilities.
- Implements and adheres to strategies, policies, processes and methods for service operations activities (technically and/or commercially).
Requirements
- BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.
- 8+ years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
- Excellent organizational skills.
- Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organization.
- Professional level knowledge on using analytical databases and complex excel workbooks and associated pivot tables.
- Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents.
- Competent knowledge of MS Office applications.
- Experience in managing large remote employee-based territory preferred.
- Knowledge of the Diagnostic Imaging Instruments or equivalent Diagnostic Imaging industry experience preferred.
- Ability to articulate and explain value of Service Agreement offerings.
Qualifications
Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.
Skills
BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.
8+ years of successful experience in a directly related field and successful demonstration of Key Responsibilities and Knowledge as presented above.
Excellent organizational skills.
Superior communication skills (written and oral) and ability to effectively communicate with stakeholders at many levels within the organization.
Professional level knowledge on using analytical databases and complex excel workbooks and associated pivot tables.
Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents.
Competent knowledge of MS Office applications.
Experience in managing large remote employee-based territory preferred.
Knowledge of the Diagnostic Imaging Instruments or equivalent Diagnostic Imaging industry experience preferred.
Ability to articulate and explain value of Service Agreement offerings.
Benefits
The Base Pay Range For This Position Is $149,900 - $206,118 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.
The Company offers the following benefits for this position, subject to applicable eligibility requirements:
- medical insurance
- dental insurance
- vision insurance
- 401(k) retirement plan
- life insurance
- long-term and short-term disability insurance
- paid parking/public transportation
- paid time off
- paid sick and safe time
Pay
The Base Pay Range For This Position Is $149,900 - $206,118 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
Schedule
Immediate availability to oversee all operational activities
Physical visits to all main sites as contractually obligated and required
Receives system status alerts and provides regular communications to key contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls
Participates in local service/CSE quarterly meetings
Conducts physical visits to all main sites
Works with Contract Administrator (CA) to help qualify inventory and billing
Audits invoices and works with AR credit and collection for both contract and Time and Material (T&M) billing
Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)
Schedules face-to-face meetings with appropriate customer representatives
Collaborates with KAM/KAE to conduct Quarterly Business Review (QBR)
Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction
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